Real-time S42 Address
Identification Solution
Role : UX / UI Designer from research to high fidelity design
Timeline : 2023 - 2024
Problem Statement
Trinidad and Tobago's current postal system presents significant user experience
challenges, hindering efficient address verification, mapping, and parcel tracking.
Users, including customers, TTPost staff, and postal workers, face difficulties in finding and managing addresses, requesting official documents, and optimizing delivery routes.
These challenges result in delayed deliveries, frustrated customers, and inefficiencies in the postal service.
TTPOST faces a pressing need to develop a comprehensive digital solution that
empowers customers to effortlessly locate their properties on a map, obtain their full S42 addresses, request address cards and submit queries, thereby streamlining the adoption of the new addressing standard and ensuring the efficient mail delivery for all TTPOST customers.
The Proposed Solution
The TTPost Suite of Applications
represents a pioneering solution that
revolutionizes address management
within the unique context of Trinidad
and Tobago. Comprising a user-
centric Customer Application, a
robust Backend Application for TTPost staff, and an innovative Postman App for postal workers, this suite addresses the challenges of Trinidad and Tobago's S42 addressing system.
Seamlessly integrating technology with the established S42 standard, these
applications empower users to effortlessly verify and manage their addresses, request official documents, and facilitate efficient parcel deliveries. Designed with a focus on user experience, data accuracy, and timely updates, the TTPost Suite of Applications emerges as a comprehensive and specialized solution, poised to elevate the efficiency and reliability of the Trinidad and Tobago postal service.
User Interviews
To gain deeper insights into the needs and pain points of potential users, a few interviews were conducted as part of the UX case study. The interviews involved individuals from diverse backgrounds, including those who have personally experienced issues with their S42 Addresses in Trinidad and Tobago.
By conducting these interviews, valuable firsthand information was obtained, allowing for a more empathetic and user-centered design approach.
These user research interviews served as a foundation for the design process, informing the decision-making process at each stage.
Pain Points from the User Interviews
Complexity and Understanding
Users expressed difficulties in locating and managing their S42 addresses. Insights revealed challenges in understanding the new addressing standard and navigating the process of requesting official S42 Address cards.
Privacy Concerns
Users expressed hesitation towards having their address displayed on the app for public use due to security concerns.
User Experience
Users expressed confusion on the right person to contact when wanting to query their new address or express issues. Users also expressed a lack of understanding about the new format and its purpose.
TTPOST insights
In addition to engaging with potential users, meaningful insights were also gleaned through conversations with TTPost stakeholders. These discussions provided invaluable perspectives on internal processes, challenges, and opportunities within the organization. By collaborating closely with TTPost, we aimed to gain a comprehensive understanding of their operational needs and pain points, ultimately shaping a solution that addresses both user and organizational requirements.
Pain Points from conversations with TTPOST
Request processing overload
TTPost encounters a notable issue in handling a high volume of requests, especially during peak periods. The sheer number of requests overwhelms the existing processing capacity, leading to bottlenecks and delays in addressing customer needs. This challenge not only strains internal resources but also impacts customer satisfaction due to extended wait times for resolution..
Lengthy processing times
TTPost faces the challenge of extended processing times for addressing customer requests, with potential wait times stretching up to two weeks. This prolonged duration significantly impacts the responsiveness and efficiency of the service, leading to dissatisfaction among customers who expect timely resolution of their queries or requests.
Missing vital information
Many users lack familiarity with the process of obtaining geo coordinates, leading to submissions without this vital information. As a result, TTPost must invest additional effort in acquiring geo coordinates, causing inefficiencies and delays in processing requests.
User Personas
To deepen our understanding of the diverse needs and preferences of our target audience, we have developed user personas based on insights gathered from user interviews and stakeholder conversations. These personas represent archetypal users who engage with the TTPost addressing system and provide valuable insights into their behaviors, motivations, and pain points. By personifying our users, we can empathize with their experiences and tailor our solution to meet their specific needs effectively.
Maria - The busy Urban Professional
Background: Maria is a 32 year old woman
working in the heart of Port of Spain. She
works Monday - Friday and hardly gets time
off of work to conduct her personal business.
Her driver’s license has recently just expired
and she was told at the licensing office that
she needs to get the new S42 Address to
renew her driver’s license.
Goals & Needs: Maria’s main goal is to get access to her
new S42 Address without having to go into any physical TTPOST locations as she
does not have the time off of work to do so. She also needs this process to be simple and fast as she does not have the time to spend to go through multiple exhausting steps just to access the information. Maria would also like to apply for the official card so that when presented with this issue at a later date, she would not have to go through this process again to access her S42 Address.
Challenges: Limited free time as she works Monday to Friday and it is very difficult for her to get time off from work to conduct her personal business. She does not have the time to fill out forms, submit and wait for approval to get her information, she is in need of information more immediately.
Kevin- TTPOST Overworked Admin Staff
Background: Kevin is a 40 year old TTPOST
Admin staff who is always busy and overworked due to
his department being understaffed. His role is to
manage and update address data as well as process
address card requests. He is often found prioritising the
address management and updating over the address
card requests due to the fact that these requests are
done on paper and are not easily or quickly processed.
This results in Kevin not meeting his KPIs and his boss is becoming frustrated with him.
Goals & Needs: Kevin needs a way to simply and quickly process address card
requests with as little effort as possible to be able to meet his KPIs. He also needs a
way to ensure that the addresses being provided to users are as accurate as possible and that the process of exporting the data and importing the data into another system for TTPOST customers is as seamless as possible to ensure he can perform his job
more efficiently.
Challenges: Kevin struggles with juggling all his tasks in a fast paced environment and meeting his KPIs. He also struggles with balancing data accuracy with efficiency. Kevin often experiences a lot of angry customers calling him to check on the status of their address card requests and it takes a toll on his mental health.
Key insights to consider when designing
Simplicity is Key
Accessibility for All
Timeliness and Efficiency
Data Security and Privacy
Competitor Analysis
Comparing the TTPOST suite of applications to popular Mapping and Address applications:
Google Maps and Apple Maps-
In the realm of address management, Google Maps and Apple Maps,
while powerful for general navigation, encounter significant limitations when compared to the specialized TTPost Address Management System tailored for Trinidad and Tobago's unique S42 addressing system.
Unlike the TTPost system, Google Maps and Apple Maps lack access to the S42
database, rendering them unable to provide accurate and official S42 addresses.
Additionally, these global mapping giants lack a dedicated focus on official address management, resulting in the absence of features like requesting official address cards, a key component offered by the TTPost system.
Moreover, due to their reliance on various data sources, Google Maps and Apple Maps may experience delays in updating address information, potentially leading to outdated data and misinformed users. In contrast, the TTPost Address Management System ensures timely updates with accurate S42 address information, creating a more reliable resource for users, particularly those navigating the Trinidad and Tobago postal landscape.
With the TTPost system's emphasis on data accuracy, official address services, and prompt updates, it emerges as a specialized solution catering precisely to the unique addressing needs of Trinidad and Tobago.
The Design Phase
The suite of applications
In the design phase, we transition from insights gathered during research to the tangible creation of the TTPost addressing system's user interface and functionality. This pivotal stage involves translating user needs, stakeholder requirements, and overarching project goals into a well-defined design that prioritizes usability, accessibility, and efficiency.
Through iterative ideation, prototyping, and refinement, we aim to craft a user-centered solution that seamlessly addresses the identified pain points and delivers an exceptional user experience
Key Components of the Suite
User Application
- Interactive Map-Based Address Locator
- Address Card Request System
- Address Query Request System
- New Address Assignment Request System
- S42 Address Standard Guide
- Notification System
- Data Protection Measures
Admin Application
- Importation Feature for Old and New Data
- Ticketing and Request Management
Courier Application
- Address Verification and Mapping
- Parcel Scanning and Delivery status
Paper Wireframes
User Application
In the initial phases of the TTPOST User Application UX design process, we harnessed the power of paper wireframes to bring conceptual ideas to life. These low-fidelity sketches served as a rapid and tangible method to visualize the app's structure and user interface.
Iteration on the designs
Design iteration is a crucial part of the design process, allowing for refinements and
improvements based on feedback and evolving requirements.
Following the creation of initial paper wireframes for the TTPOST User Application, an iterative approach was undertaken to enhance the user experience and address potential usability issues. The diagram below highlights the process of iteration, detailing the revisions made to the paper wireframes based on user testing.
High Fidelity Wireframes
These digital renderings build upon the foundational ideas visualized through paper wireframes, now bringing sophistication and accuracy to the forefront. In this section, we delve into the intricacies of our high-fidelity wireframes, exploring how each element is meticulously crafted to enhance the user experience and deliver on the app's objectives.
Tools used: Adobe XD 
User Application
Initial Screens
Splash screen, Log In, Sign Up, Forgot Password
Map Interfaces
Map view, Address view, Search
S42 Address Cards
S42 Address Guide, Address cards, Address card requests, Address card status
Link to full USER APP design including both Mobile and Web-based User interface:
https://xd.adobe.com/view/a66cb326-7e3b-471e-9dce-285d06d4f6fa-f33f/grid
Paper Wireframes
Admin App
High Fidelity Wireframes
Admin App
Log In and Map view
Requests
Address card requests, Approval, Flagging
Link to full ADMIN APP design:
https://xd.adobe.com/view/3dbf563d-76e1-460a-b308-12463f38da3e-68ec/grid
Paper Wireframes
Courier App
High Fidelity Wireframes
Courier App
Initial Screens, Map view, Delivery of address card
Link to full COURIER APP design:
https://xd.adobe.com/view/a4f1d885-1ffc-472b-b208-9fcea12bf479-f1a2/grid
Accessibility Considerations.
Color Contrast and Visual Clarity:
Our design prioritizes color contrast, benefiting users with visual impairments. Clear
distinctions between text and background elements enhance readability and contribute to a more user-friendly experience.
Responsive Design for Multiple Devices:
The applications are designed with a responsive layout, ensuring that users can access and interact with the content seamlessly across various devices, including desktops, tablets, and mobile phones.
Simplicity:
The TTPost Suite of Applications prioritizes a user-friendly and intuitive design. The
interfaces are deliberately crafted to be simple and easily navigable, ensuring that
users can locate their addresses on the map without the burden of a complex
interface.
Conclusion
In conclusion, the designs developed during this phase represent a culmination of user-centric insights, stakeholder input, and iterative refinement. These designs have been transmitted to the developer for implementation, marking the transition from conceptualization to execution.
Through ongoing collaboration and dialogue with the developer, additional criteria and feedback will be incorporated to further enhance the interface's usability, functionality, and overall effectiveness.
A peek at the completed app!
These are some screenshots from the final developed app!
